Join Book of the Month as a Customer Service Team Lead in New York, NY, where you will spearhead a dynamic team dedicated to delivering outstanding experiences for avid readers. This pivotal role drives customer loyalty and retention, directly contributing to our mission of connecting people with their next great read through innovative book subscription services. Your leadership will shape how thousands of members discover and enjoy literature each month, amplifying our impact in the competitive publishing landscape. As Team Lead, you will manage a team of 8-12 customer service representatives, conducting daily huddles to review performance metrics like response times and resolution rates. Weekly, you will analyze customer feedback from Zendesk and email channels, identifying trends and implementing process improvements to boost Net Promoter Scores by 15%. Monthly, prepare reports on key indicators such as first-contact resolution (target: 85%) and escalate complex issues to product or fulfillment teams. You will handle escalated member inquiries about shipments, billing disputes, and book recommendations, collaborating closely with marketing for promotional campaigns and operations for inventory accuracy. Mentor agents through one-on-one coaching sessions, conduct performance reviews, and lead training on new CRM features, fostering a high-performing, motivated team environment. To succeed, you need a bachelor's degree in business, communications, or a related field, plus 3-5 years of customer service experience, including at least 2 years in a supervisory role. Proficiency in tools like Zendesk, Salesforce, Google Workspace, and Microsoft Excel is essential, along with familiarity with e-commerce platforms and subscription models. Experience in publishing or retail is highly preferred, with strong analytical skills to interpret data from customer interactions. No specific certifications are required, but knowledge of GDPR and CCPA compliance is a plus. Beyond technical expertise, you must excel in leadership, with exceptional communication skills to inspire teams and resolve conflicts. Problem-solving prowess, empathy for customer needs, and adaptability in a fast-paced environment are crucial. Your ability to multitask, prioritize under pressure, and cultivate a positive team culture will set you apart, alongside a passion for books that resonates with our readership. Book of the Month, founded in 1926, is a pioneering book club delivering curated selections to over 200,000 members. Our mission is to ignite reading passions through expert picks and community engagement. Based in vibrant New York, our close-knit team of 100+ thrives in a collaborative, book-filled office fostering creativity and work-life balance. We celebrate diversity, innovation, and reader-centric values in a supportive culture. We offer competitive compensation (salary not specified), comprehensive health, dental, and vision insurance, 401(k) matching, and generous PTO starting at 20 days. Enjoy perks like monthly book credits, flexible hybrid hours, wellness stipends, and performance bonuses up to 15% of salary. Parental leave, commuter benefits, and team-building events enhance your experience. Advance your career with clear paths to senior leadership or cross-functional roles in operations and product. Access ongoing training, mentorship, and conferences. Apply via our careers page with your resume and cover letter detailing your leadership impact.